FAQ

About the Gatebox

You can turn off the power by holding the power button. However, you cannot reset the Gatebox to the factory default settings. We ask for your kind understanding.

How to update the Gatebox?

Please connect the Gatebox to the internet. If the Gatebox is starting up (including sleeping mode), the update will be started automatically after the latest data have released. ※ The status line will light in blue blinks when the Gatebox updates processing. Please do not turn off the power until the update has finished, the update might take some time to complete, depends on the network environment.

About the Gatebox Link app

Which terminal is compatible with Gatebox Link app?

【System requirements】 ・iPhone iOS 10.0 or later ・Smartphone Android 5.0 or later ※ The device that can use Wireless LAN and Bluetooth function.

【Recommended requirements】 We recommend using the app in the following environments including system requirements.

We will do the operation confirmation of the latest OS version as soon as it comes in. Please note that the app might not be working properly if the device OS has updated.

What is the use of the Google Account which needs for the Gatebox Link app setting?

Google Account need for verification to linking Gatebox and Gatebox Link app. We won’t collect any personal information which included in the Google Account, so please be assured.

About the Setup

I can't be pairing the app and the Gatebox.

Please check the Bluetooth, Wireless LAN, location tracking function is turned on. Add to this, please use the smartphone near the Gatebox.

Please touch the Gate button for more than 1 second, while the Gatebox is receiving pairing. ※ When the Gatebox has already pairing with other Google Account, you can’t pairing with new Google Account. Only one account could link with one Gatebox.

The network error occurs and there is no more progress in the network setting setps.

When you transition to network setting steps, 「NETWORK ERROR (Yellow light)」will come out if the Gatebox is not connecting to the wired LAN. After progress to the wireless LAN setting screen, please enter the password of target SSID. The error will be fixed when the connection complete.

Screen adjustment takes so many times.

The operations might take some time to reflect, depends on the smartphone or communication environment. In the screen adjustment steps, please do not repeatedly pressing the control button even there is no reaction on the screen. If you connect Gatebox and smartphone with Bluetooth, the situation might be improved by changing the connection with WebSocket.

Errors

「SERVER ERROR」shows on the screen, and I can't summon the character. (In any kind of lights.)

This error occurs when the Gatebox unable to connect to the server. Please check our website to see the server is currently under the maintenance or not. Another reason is the network failure, please try to connect the Gatebox from wireless LAN to wired LAN.

If none of the above applies to the problem, please use the power button to turn off the main power. Unplug the power plug, and turn on the main power again. If the same error still occurs after restarting the Gatebox, sorry for the inconvenience, but please contact our Gatebox Customer Support.

Some kind of reason makes abnormalities in the Gatebox. Please stop using the Gatebox immediately, hold the power button for more than 10 seconds to turn off the power. Check the status line has turned off, unplug the power plug and let the Gatebox remain without power for a while.

If the problem has not solved by restarting the Gatebox, sorry for the inconvenience, but please contact our Gatebox Customer Support.

Troubleshooting

Status line in blue blink lights and nothing shows on the screen.

Some kind of reason makes abnormalities in the Gatebox. Please stop using the Gatebox immediately, hold the power button for more than 10 seconds to turn off the power. Check the status line has turned off, unplug the power plug and let the Gatebox remain without power for a while.

If the problem has not solved by restarting the Gatebox, sorry for the inconvenience, but please contact our Gatebox Customer Support.

The Gatebox is currently under updating. The display will disappear from the pod, but please do not turn off the power during this period. After the update has completed, the Gatebox will restart automatically. The update required time will change, depends on the user network communication speed. We recommend using wired LAN connection for the comfortably use.

How many time I have spoken to the character, their reactions seem not recognizing my voice.

Please check which following reaction does the character showing. ①Shows ? mark This situation occurs by network conditions or timing. Please try to talk for few times, and the situation has not solved, please restart the Gatebox. If the problem has not solved by restarting the Gatebox, sorry for the inconvenience, but please contact our Gatebox Customer Support.

②The character says [didn’t hear what you have said] or [say it one more time] Please come close to the mike and speak slowly in the louder voice. Try to speak [Hikari-chan Ohayou-gozaimasu] to the character. If the character doesn’t respond [Ohayo], there might be a defect in the mike or sometimes the user's voice quality has some difficulty to recognize. This situation might solve by changing voice tones. If the character still not recognize the voice, sorry for the inconvenience, but please contact our Gatebox Customer Support.

Every time the character seems not understanding my words in the greetings in Morning mode・Leave mode・Welcome back mode・Sleep mode.

Please come close to the mike and speak slowly in the louder voice. Try to speak [Hikari-chan Ohayou-gozaimasu] to the character. If the character doesn’t respond [Ohayo], there might be a defect in the mike or sometimes the user's voice quality has some difficulty to recognize. This situation might solve by changing voice tones. If the character still not recognize the voice, sorry for the inconvenience, but please contact our Gatebox Customer Support.